Escalation Manager, ControlUp
Digital employee experience management platform
Job no longer available
Digital employee experience management platform
201-500 employees
Job no longer available
201-500 employees
Company mission
To deliver frustration-free digital experiences that unlock seamless productivity.
Role
Who you are
- Bachelor's degree in business, customer service, or a related field
- 5+ years of experience in customer service and support, with a focus on escalation management
- Proven track record managing customer issues across multiple time zones, ideally globally
- Exceptional communication skills, with the ability to handle high-pressure situations
- Strong analytical and problem-solving skills
- Ability to work independently and as part of a team, managing multiple projects simultaneously
- Demonstrable customer service and empathy skills
What the job involves
- The Escalation Manager is responsible for overseeing the escalation management process for the Customer Support department
- This includes managing customer escalations to resolution, developing and implementing escalation policies and procedures, and tracking and reporting on escalation metrics
- The Escalation Manager is expected to work closely with the Customer Success, Customer Support, Product and R&D teams to ensure that all customer escalations are resolved quickly and to the satisfaction of the customer
- Manage customer escalations, including triaging, assigning, and tracking escalated issues
- Develop, enhance and implement escalation policies and procedures
- Track and report on escalation metrics
- Work cross-functionally as necessary to resolve escalated issues
- Identify and implement process improvements to related processes
- Represent the Support department to other departments within the organization
- Stay up-to-date on industry trends and best practices in escalation management
Our take
ControlUp simplifies the management and optimisation of user experience for enterprises with a distributed workforce. By enabling IT teams to monitor and troubleshoot the performance of all devices - whether in-house or remote - it ensures seamless operations across the network.
Though ControlUp has been evolving since 2008, the company has recently seen impressive growth and is on track for Unicorn Status. High-profile clients such as Sanofi, T-Mobile, Verizon, Virgin Money, Exxon Mobil, and Next are among key customers. This surge in success has closely aligned with the rise of hybrid and remote work models, which are expected to remain prevalent in the coming years.
ControlUp's growth is further fueled by its recognition as the Leading Digital Employee Experience (DEX) solution in the 2024-25 End User Computing State of the Union Report. Praised for its time visibility and automated remediation, ControlUp is set to continue expanding as demand for comprehensive DEX solutions grows.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Nov 2021
$100m
SERIES D
Nov 2020
$27m
SERIES C
Total funding: $141.8m
Company benefits
- Medical, Dental and Vision: Health benefits begin on the first day as a team member. We offer several plans to choose from to fit your individual or family needs. ControlUl will pay a portion of your monthly cost
- Flexible Time Off: We offer a generous flexible time off policy. In addition, employees receive six paid sick days. ControlUp closes for 10 company paid holidays (varies per year)
- 401k Retirement Benefits: For every dollar you contribute up to 4% of your compensation, ControlUp will contribute 50 cents per dollar. No long waiting periods to receive this benefit - enroll after your first paycheck
- Employee Stock Options: Employee Stock Option plans (ESOP) are offered to all employees after 90 days of employment
- Life Insurance and Voluntary Benefits: 100% company-paid $100K life insurance policy. Also, we offer voluntary benefits such as short and long term disability, supplemental insurance, and AD&D
- Hybrid Work: Enjoy working from one of our four offices around the globe or from the comfort of your home
- Professional Growth: We entrust our team members to carve out their path at ControlUp. There are no limits to the opportunities and growth at ControlUp
- Company Trips and Events: We host several company events and activities (virtual and in person) every year. Additionally, ControlUp hosts an annual, all-expenses paid company trip
- Dog Friendly: Work alongside your furry friends to create a more relaxed and homey work environment
Company HQ
Financial District, San Francisco, CA
Leadership
Yoni Avital
(Co-Founder & COO)Before co-founding ControlUp, they spent six years working in Social Behavior Change (SBC) for Commart Technologies in Israel.
Jed Ayres
(CEO)Joined ControlUp in 2023 as CEO. Prior to that, they were the CEO of IGEL Technology.
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